Join me Thursday at 9 Am at the Boise Centre on the Grove as the Idaho Business League presents the "Secrets of Secret shopping." I'll have ideas and examples of how you can improve your director of first impressions department.

1. What do people say about your product?

2. The secrets of secret shopping
If I were to recommend you to
someone what would I say?

3. What people say about my product
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Nobody knows like ____________
Idaho’s news channel _________
Ah Dave ! _________________
On face book and on Twitta _________
We play anything _______ FM

4. Sell for their needs not yours!

5. Notes to remember or at
least live by!
A good customer experience is a
_________ customer experience.
Customer service is about
_________ Not facts
You’re _______ so what?
Are you looking for customer
service ________ Flags ?

6. Call your top 10 customers
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Record the conversation (ask for permission)
Thank you for your _________
Can I do anything better________
Why did you decide _______________
Oh by the way ________________

7. Are you a Supervisor or a mentor’?

8. Let’s secret shop!

9. Rules for Coaching
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this is not a tool to fire your team with
Coach em’ up
What your doing good, do more of it!
Praise in public, correct in private
Show them how, don’t tell them how
Explain why you are doing this
Ask for help

10. Action steps
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Create scripts and practice
Identify personality types (DISC assessments)
Work on tone and tempo
Don’t answer un-asked questions